Zendesk Release Notes

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Voice
• Knowledge
• Copilot
• AI agents
• App Marketplace
• Products with no updates this week

Voice

New:

• Agents can now change the incoming call ringtone and adjust the incoming call volume. For more information. See Receiving incoming calls.

Fixed:

• When an agent makes an outbound call and the end user declines or blocks the call, the agent will now see an error message informing them the call was declined or busy. Previously, the call would end without any indication or error message.

Knowledge

New:

• Contentful is now available as a knowledge source. You can connect Contentful to your Zendesk account to make the content available wherever external content is used.
• Jira is now available as a knowledge source. You can connect Jira to your Zendesk account to make the content available wherever external content is used.
• We’ve released an Early Access Program (EAP) for the conversational help center experience, delivered through the new Lisbon theme. This EAP introduces an AI-powered help center layout that combines natural-language question answering with standard help center navigation, allowing end users to ask questions and receive quick answers generated from your published content.

Fixed:

Web Crawler

• Crawler run reports now correctly classify empty title and empty body validation errors instead of showing them as "Undetermined" errors.
• Crawler CSV reports now include error descriptions even when the background worker is terminated due to memory limits.
• Crawlers now correctly handle all successful HTTP response codes (201-299), not just 200.
• Removed per-URL ping validation from start URL input to support large-scale crawlers with up to 1500 URLs.

Help Center

• Fixed product navigation links on custom domains. Admins using custom Help Center domains (for example, help.yourcompany.com) can now correctly navigate to other Zendesk products like Workforce Management from the product navigation tray. Previously, these links pointed to the custom domain instead of the native Zendesk subdomain, causing navigation failures.
• Updated the "Get help" menu link. The agent navbar's "Get help" menu now points to the correct Knowledge Help Center section instead of the deprecated Support Help Center URL.

Copilot

New:

• Auto assist can now generate suggestions based on content from external sources and internal knowledge articles. This allows you to broaden the pool of content available to auto assist so it can provide suggestions on even more topics and tickets. See Connecting external knowledge sources to your Zendesk account and Setting up a web crawler.
• We’re updating the auto assist composer experience in the Agent Workspace to make AI suggestions feel like a natural part of replying to customers - without interrupting an agent’s workflow. Beginning on June 22, we’ll start rolling out this update to accounts over a period of two weeks. See Using auto assist to solve tickets.
• Auto assist can now use similar solved tickets as a knowledge source across all channels and languages when no procedures or articles are available. This gives agents more relevant reply suggestions based on how customer issues are being resolved in real time, helping teams respond faster and deliver more consistent support. See About auto assist.

AI agents

New:

AI Copilot Procedure Management

• In the procedure insights side panel, the recommendations section now appears below the insights section for a more logical reading order
• Article sources in procedure improvement recommendation cards now link directly to the Help Center article instead of the editor. You can review the source content without navigating away from your workflow.
• When Admin Copilot saves a procedure as a draft, the confirmation message now includes two links - one to open the procedure in the editor and one to return to the full procedures list.

Fixed:

AI Copilot Procedure Management

• Procedure editor URL no longer carries over pagination state: opening a procedure from a paginated list previously added cursor and pagination query parameters to the editor URL. Those are now dropped on navigation.
• New procedure recommendations no longer disappear when a malformed ID is present. A single malformed procedure ID in a batch request was causing all new procedure recommendations to be silently dropped for affected accounts.

App Marketplace

New:

• FastPass IVM (Support)
  • FastPass IVM is the leading provider of secure identity verification solutions. The FastPass Identity Verification Manager (IVM) for Zendesk brings forced, contextual identity verification directly into the support agent's workflow, ensuring every password reset and sensitive request is handled securely and in compliance with enterprise policy. With this integration, agents no longer need to switch between systems. When a ticket is opened, the app automatically checks ticket status, tags, and requester details against your configured eligibility rules — and either presents a one-click Launch button or automatically opens the FastPass IVM Client. This protects your service desk against social engineering and vishing attacks when they are most likely to occur.
• ServeTech Skill Tracer (Support) (paid)
  • ServeTech Skill Tracer analyzes your team's real ticket history in Zendesk to identify how each agent performs across ticket categories. It uses a transparent, statistics-based scoring model to surface true specializations and then creates and maintains skill tags in Zendesk automatically — no manual work required. ServeTech works from your existing ticket categories — no custom taxonomy to define, no agents to manually tag. Install it, and your existing Zendesk skills-based routing starts working.
• ScriptRunner (Support)
  • ScriptRunner helps Zendesk teams automate operational workflows, run secure scripts, and build lightweight internal tools directly inside Zendesk. Use ScriptRunner to handle repetitive admin tasks, validate ticket data, enrich support workflows, and give agents and admins purpose-built tools without switching systems or building a separate Zendesk app for every process.
• Okta Workflows (Support)
  • Okta Workflows empowers organizations to automate complex identity processes and user lifecycle management without writing code. By integrating Okta Workflows with Zendesk, IT and support teams can seamlessly orchestrate actions based on real-time events. With this integration, you can build custom identity workflows that connect Zendesk to your broader tech stack. Automatically create or update Zendesk user profiles when changes occur in Okta, freeze accounts during offboarding events, or trigger multi-system alerts when high-priority access requests are made.
• OneClick (Support) (paid)
  • OneClick turns your most common ticket actions into sidebar buttons. Agents update status, assignment, tags, and custom fields in one click—instead of opening multiple fields on every ticket. Save a preset once; apply it to any ticket with a single click. Build buttons in the nav bar app, or share one list account-wide for every agent. Choose who can manage buttons and optionally deploy a shared list via app settings.
• EVOX (Support)
  • EVOX builds cloud-based call center solutions trusted by customer service teams. This integration connects your EVOX phone system directly to Zendesk Support. Every inbound and outbound call is automatically matched to the right customer and ticket — no manual lookups, no missed records. Instantly identify callers by phone number and open the relevant ticket, automatically create a new ticket and end-user profile when no match is found, and log full call detail records (CDRs) to Zendesk Custom Objects for reporting and compliance.
• Escalation Guard (Support) (paid)
  • Escalation Guard helps agents submit cleaner, more complete escalations from the Zendesk ticket sidebar. Agents choose an escalation type, complete the required fields, and submit a formatted internal note. Escalation Guard applies routing tags so admins can use Zendesk triggers, views, and automations to route work to the right team.
• ResolveReady (Support) (paid)
  • ResolveReady helps stop agents from resolving tickets with missing data, skipped steps, or incomplete approvals. ResolveReady enforces ticket completeness before agents can resolve. Admins can build solve-readiness workflows without code. Workflows trigger by ticket tag, form, group, brand, status, or field value. Agents see required steps in the ticket sidebar and complete them once, and each completed item saves directly to a mapped Zendesk ticket field or internal note.
• VeriDraft (Support)
  • VeriDraft connects to Zendesk and turns any customer message into a ready-to-send reply written entirely from your Terms of Service, SOPs, and compliance documents. Every claim is backed by a real citation, every answer shows how confident it is, and when VeriDraft can't find a grounded answer, it says so — instead of making one up.

Products with no updates this week

• Admin Center
• Support
• AI agents - Advanced
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• Voice
• Knowledge
• AI agents - Advanced
• Analytics
• App Marketplace
• Products with no updates this week

Admin Center

New

• Zendesk is implementing enhanced session security to detect suspicious activity and patterns that indicate a compromised session. This feature applies to team members (agents and admins), not end users. See Understanding Zendesk session time.

Fixed

• The contents of the password change email (sent when email notifications are turned on in Admin Center > Account > Security > Advanced > Passwords) and password expiration email have both been updated to align with Zendesk's content standards.

Voice

New

• You can now change the ringtone of the voice call console and adjust its volume. See Receiving incoming calls.

Fixed

• Fixed a bug when editing the IVR for longer route names in certain languages. The right side of the UI was being cut off, making it not possible to edit the routes.
• A fix was deployed to restore the call length details in abandoned call tickets, which were missing in certain cases.

Knowledge

New

• Enabled changing table cell types between data and header cells (th). It means that you can now change the type of a table cell, switching it between:
  • a data cell, which is a regular content cell,
  • a header cell, which is a header cell,

This feature provides more flexibility when working with complex table structures.

Fixed

• Fixed an issue where removing several help center languages at once could fail with a conflict error and leave some languages undeleted. Language deletions now complete reliably.
• Fixed an issue where switching between brands in the Knowledge admin pages could trigger a sign-in redirect loop and leave the page stuck.
• Fixed an issue where accounts continued to receive weekly article-verification digest emails after all their verification rules had been deleted.
• Fixed an issue where creating a new help center could add a default article-verification rule that then appeared in the article verification settings of every brand on the account.
• Fixed an issue where legacy editor articles upgraded into the new article service were incorrectly shown as API-managed.

Knowledge Copilot EAP

• Fixed an issue with the same Knowledge copilot recommendations regardless of the selected brand. Recommendations showing in Knowledge admin are now scoped to the active brand, while account-wide guidance still appears for every brand.
• Fixed an issue where users could not see the "Turn on" checkbox to activate the Knowledge copilot EAP.

AI agents - Advanced

New

• Embedded templates let a procedure call into a focused dialogue template, run that deterministic, rich-UI flow, and then return control back to the procedure to continue where it left off. It gives you both in a single conversation: the flexibility of agentic procedures, plus the precision, control, and rich UI of templates - each one used where it makes the most sense. See Creating and using templates in conversation flows for AI agents.

Analytics

New

• The AI agent activity dashboard EAP provides real-time visibility into your AI agent activity. You can use this dashboard to monitor active AI agent conversations, review resolution performance, identify escalation patterns, and troubleshoot failures related to actions, integrations, and escalations. See Using the AI agent activity real-time monitoring dashboard.

App Marketplace

New

• EscalationAI (Support)
  • EsalationAI analyzes every Zendesk ticket in real time using 25+ escalation signals and displays a risk score directly in the ticket sidebar. Agents see the risk score, the specific signals that triggered it, and a recommended action the moment they open a ticket. High-risk tickets are automatically tagged in Zendesk (escalation-risk-red, escalation-risk-orange) so supervisors can monitor them in a dedicated queue. Optional Slack alerts notify your team instantly when a RED risk ticket is detected.
• PDQ Connect (Support)
  • PDQ Connect shows you the PDQ-managed devices associated with a ticket requester's email address, right inside the ticket sidebar. From there you can view device details, open a remote desktop session, or deploy software packages — all without leaving Zendesk.
• Weekly (Support)
  • Weekly brings your full ecommerce operation into the Zendesk ticket sidebar — so support agents never need to leave a ticket to understand a customer. For every ticket, Weekly automatically matches the requester to a customer profile and surfaces: order history with live AfterShip tracking, return and refund status, product inventory levels, payment requests (PayPal), and customer notes — all in one glanceable sidebar.

Products with no updates this week

• Copilot
• AI agents
• Support
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Voice
• Knowledge
• AI agents - Advanced
• Analytics
• App Marketplace
• Products with no updates this week

Voice

New:

• Admins can now restrict outbound calling to specific groups of agents. See Managing phone line settings.

Fixed:

• Fixed a bug in which calls were reported as assigned to the default group even when the line was external. In fact, external numbers cannot receive calls, so the group should be "NULL". This affected only omnichannel contact center customers.

Knowledge

New:

• The Zendesk connector can now ingest articles from private help centers
• The Zendesk connector supports PDFs as article attachments. To get a feature, enroll in the EAP.
• Box and S3 support PDFs as files. To get a feature, enroll in the EAP.
• The Knowledge copilot recommendations section now includes a "View all recommendations" link that takes you straight to your full list of article and procedure recommendations in Admin Center.

AI agents - Advanced

New:

• Zendesk schedules are now supported in AI agents, allowing the exclusion of holidays from regular working hours when checking agent availability. See Checking business hours and agent availability during AI agent conversations and Configuring escalation strategies and flows for AI agents.

Analytics

New:

• Customer satisfaction (CSAT) ratings are now available in the real-time monitoring ticket progress dashboard. This enhancement allows supervisors and team leads to monitor customer satisfaction performance alongside ticket workflows, enabling faster responses to customer sentiment and more informed team management decisions.

App Marketplace

New:

• Clonepartner (Support)
  • Clonepartner delivers a fully customizable migration tailored to your exact data structures. Migrate your tickets, contacts, and custom fields from any help desk with zero downtime. Run precise point-in-time migrations for the delta to ensure a seamless transition. Connect your account securely via OAuth and Clonepartner will handle the heavy lifting.
• PII Shield (Support) (paid)
  • PII Shield scans Zendesk tickets for sensitive personal information and gives agents the tools to permanently remove it — before it's shared, stored, or audited. All detection runs in the agent's browser. Ticket content is never sent to external servers, never processed by third-party AI, and never stored outside Zendesk. This is a genuine compliance advantage for regulated industries. After every redaction, PII Shield posts a structured internal note to the ticket recording what was removed, which agent removed it, and the exact timestamp. This note is your durable audit trail.
• Netgsm SMS (Support)
  • Netgsm SMS allows your support agents to send SMS messages directly from Zendesk tickets and user profiles without leaving the support interface. Send SMS to customers directly from any ticket or user sidebar. Select from your registered sender names and view SMS delivery status in real time.
• WitWave by Witbor (Support)
  • WitWave by Witbor closes the gap in messaging conversations: your agents can listen, visualize, and send WhatsApp voice notes directly from the ticket interface, without opening external apps and without losing context. Play back previous voice notes of the conversation with an interactive waveform, directly from the ticket. Record new voice notes from the ticket panel and send them to the customer in a single click. WitWave detects whether the ticket is on the WhatsApp channel and alerts the agent before recording, preventing send errors.
• KnowledgeBridge (Support)
  • KnowledgeBridge automatically generates llms.txt and llms-full.txt files from your Zendesk Help Center, making your knowledge base immediately accessible to AI systems, LLM-powered agents, and automated tooling. With one click, KnowledgeBridge fetches all published articles from your Help Center, converts them to clean markdown, and assembles two machine-readable output files, llms.txt and llms-full.txt.

Products with no updates this week

• Admin Center
• Copilot
• AI agents
• Support
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• Copilot
• Voice
• Knowledge
• App Marketplace
• Products with no updates this week

Admin Center

New

• The content of the email that gets sent when accessing your account when your SSO provider is down has been updated to be simpler, clearer, and more closely aligned with our content standards.

Copilot

New:

• Zendesk is making AI more accessible by bringing the Copilot add-ons’ intelligent triage classification to Suite and Support Professional plans and above. This feature uses machine learning to automatically analyze and classify incoming tickets, helping you understand your top ticket drivers without manual effort.
• Auto assist will no longer suggest solving a ticket unless it is asked to do so in a procedure.

Voice

Fixed:

• Fixed an issue where click-to-call from the Web Widget did not connect when Help Center authentication was enabled.

Knowledge

New:

• You can now connect Amazon S3 to your Zendesk account to make the content available wherever external content is used. See Connecting Amazon S3 as an external knowledge source.

App Marketplace

New:

• Ticket Done (Support) (paid)
  • Ticket Done brings AI assistance directly into your Zendesk ticket sidebar so agents spend less time searching and more time solving. Ticket Done reads each incoming ticket and instantly surfaces AI-generated responses sourced from your actual Zendesk Help Center articles. No generic AI. No hallucinations. Every suggestion is grounded in your documentation. Generate a customer-ready reply in seconds. Ticket Done reads the ticket, searches your knowledge base using semantic AI, and drafts a response your agent can review and send. Need internal guidance before responding? Get Help surfaces the right policies, procedures, or escalation paths — visible only to the agent, never the customer.
• Fusion (Theme)
  • Fusion is a premium Zendesk Guide theme that combines modern design, powerful functionality, and seamless navigation to help customers find answers faster. Designed for businesses of all sizes, Fusion transforms your help center into a professional support hub that enhances customer satisfaction and reduces support tickets. With its clean layouts, advanced search experience, and highly customizable design, Fusion delivers the perfect balance of aesthetics and usability.

Products with no updates this week

• AI agents
• Support
• AI agents - Advanced
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Voice
• App Marketplace
• Products with no updates this week

Voice

New

• Admins can now configure how many times an IVR greeting repeats (from one to three) before routing to the default option. See Routing incoming calls with IVR.

Fixed

• Improvements to the speaker diarization model used to label speakers as "Agent" and "Customer" in post-call transcripts.

App Marketplace

New

• XCHK Verification (Support)
  • XCHK Verification provides real-time identity verification for remote interactions. XCHK Verification lets Zendesk agents launch a live video verification session directly from a ticket sidebar. The app verifies the requester's real-time location against their expected location and checks device authenticity, including detection of browser language/timezone spoofing and VPN/proxy use. After the session, PASS or FAIL results are posted back to the Zendesk ticket as an internal note with tags, and can trigger Zendesk automations. When Zendesk OAuth is connected in XCHK, results sync automatically back to the ticket.
• Quick Charts (Support) (paid)
  • Quick Charts puts live ticket visualizations one click away. Open the top bar popover, pick a view, and see your queue broken down by status, priority, assignee workload, channel, and ticket type - all without leaving the agent workspace.
• Macro Hero (Support)
  • Macro Hero is the missing macro management tool for Zendesk admins and CX teams. If you have hundreds (or thousands) of macros, you know how painful it is to keep them organized, up to date, and consistent. Macro Hero brings powerful bulk operations, inline editing, and usage analytics — all in a clean, intuitive interface that lives right in your Zendesk navigation bar.
• Uniti AI (Support) (paid)
  • Uniti AI handles your customer conversations across voice, SMS, WhatsApp, email, and web chat. This integration captures every one of them as a structured Zendesk ticket — with the full transcript, an AI-generated summary, intent tags, and custom field data — so your support, sales, and marketing teams see the full picture in real time.
• LeadDesk Talk v2 (Support)
  • LeadDesk Talk v2 helps your agents manage calls and SMS directly in Zendesk. Call and SMS activity is matched to tickets under a customer profile, so you can track the entire ticket history in Zendesk. Make and receive support calls directly in Zendesk. Send SMS follow-ups with additional support messages. Calls open new tickets, and messages are recorded as notes.
• toern returns (Support)
  • toern optimizes returns and exchange requests through intelligent, automated workflows. The solution integrates seamlessly into existing shop and logistics systems, transforming the return process into a positive customer experience. By leveraging AI, toern relieves the burden on support teams and provides valuable data to optimize your business operations. Give full visibility into all return processes directly within Zendesk Support tickets.
• Data Manager (Support) (paid)
  • Data Manager is an audit and visibility tool for Zendesk admins. Data Manager gives you a fast, sortable spreadsheet view of your Users, Organizations, and Business Rules — built right into the agent interface.
• ProductBridge (Support)
  • ProductBridge helps product teams capture, organize, and prioritize customer feedback from Zendesk tickets. The sidebar app lets support agents search existing feedback posts, create new ones, upvote on behalf of customers, and link tickets to posts — all without leaving Zendesk. AI-powered detection surfaces product feedback automatically, and smart deduplication keeps things tidy across all connected sources (Zendesk, Slack, Intercom, Jira, Linear, and more).
• Onetime Secret (Support)
  • Onetime Secret lets you create encrypted, self-destructing links to share passwords, credentials, and other sensitive data with customers directly from your ticket workspace. Secrets are encrypted at rest, viewable exactly once, then permanently deleted. Supports all Onetime Secret regions (US, EU, CA, UK, NZ) and custom domains for branded sharing links.
• Super Views (Support) (paid)
  • Super Views replaces native Zendesk ticket views with a faster, richer way to see and triage your tickets. Super Views shows up to 1000 tickets per view with multi-column sorting, color coding, and instant CSV export - all inside the agent workspace.

Products with no updates this week

• Admin Center
• AI agents
• Support
• AI agents - Advanced
• Analytics
• Copilot
• Knowledge
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• AI agents
• Copilot
• Knowledge
• App Marketplace
• Products with no updates this week

Admin Center

New

• There's a new setting for OAuth clients that allows admins to enroll their local OAuth clients to have their token get the default expiration applied. This means customers can take action themselves on their own schedule, ahead of the planned enforced expiration. There'll be a checkbox at the bottom of the Edit page for turning expiration on (Apps and integrations > APIs > OAuth clients > Edit OAuth client). Once turned on, it can't be turned off. For OAuth clients created after April 30, 2026, the checkbox will be disabled as these clients already have expirations set by default.

Fixed:

• Audit log events for external OAuth clients now include the client name in the Activity column.

AI agents

• Additional context for procedures. You can now add natural-language context to a generative procedure to give your AI agent behind-the-scenes guidance on how to execute it, such as steering tone, supplying domain knowledge, setting validation rules, or handling edge cases. Context can be added at the procedure, step, or block level, with broader context automatically applying to more specific levels. Available for messaging AI agents. See Adding context to a generative procedure for an AI agent.
• New RAG agent. We've rolled out a new version of the RAG Agent's question-answering capability in the messaging channel, using a new architecture that dramatically improves safety and accuracy.
• Voice: tags for tickets. Voice AI agents can now add tags to a ticket with a call. This is important because tags drive routing, reporting, and automations. This lets customers trigger those workflows directly from voice conversations. Just enter one or more tags in the action's tags field, and they'll be applied to the ticket.

Copilot

New:

• Starting June 11, 2026, we're launching updates for Copilot intelligent triage that lower the effort to get started, improve over time, and expand across Zendesk. From guided onboarding to smarter topic suggestions, this release builds on our recent announcement, moving from "intents" to "topics," and continues our core vision: giving your team the foundation to automate more tickets, power smarter workflows, and scale your support operations with confidence. See Intelligent triage that's easier to start, scale, and manage.

Knowledge

New:

• Introduction of Google Drive Connector for External Knowledge Sources. Starting June 11, 2026, Knowledge admins can connect shared Google Drives to Zendesk as an external knowledge source. Content will automatically sync every 24 hours (or manually on demand), allowing organizations to leverage their existing Google Docs and Sheets across multiple Zendesk knowledge experiences without manual content duplication. See Connecting Google Drive as an external knowledge source.
• Introduction of Zendesk Connector for external content. Starting June 9, 2026, customers can connect a second Zendesk account or sandbox to their primary account. All published Help Center articles from the connected brand will be ingested as external content in the destination account. Rollout will begin on June 9 and will be completed on June 19, 2026. See Connecting Zendesk as an external knowledge source.
• Editable Procedures. Starting 11 June 2026, customers can edit a generative procedure directly in the visual canvas instead of regenerating it. Select any block to update its prompts, messages, conditions, actions, or integrations, switch block types (for example, convert a Link to block into an Escalate to block), and reset or restore changes at any time. Edited blocks are highlighted so you can see what changed. You can edit existing blocks, but cannot yet add, reorder, or delete them. Available across all channels. See Managing generative procedures for AI agents.

App Marketplace

New:

• PilotFlow PRO (Support) (paid)
  • PilotFlow PRO is a powerful automation engine built for Zendesk teams that require precision, scalability, and full control over their support workflows. Go beyond the limitations of native triggers by creating advanced rule systems that handle complex scenarios in real time. Automatically assign tickets, apply tags, manage followers, and orchestrate workflows using multi-layered conditional logic.
• Flexivity AI (Support)
  • Flexivity AI is an AI agent assist for Zendesk that helps your team triage, draft, summarize, and learn from every ticket. Trained on your team's history, with transparent confidence scores and full agent control over every response. Auto-classify incoming tickets using categories learned from your team's ticket history, suggest responses based on similar past tickets and relevant knowledge base articles, with reference links — no manual searching required, and surface key facts, decisions, and current sentiment so any agent can pick up where another left off.
• Anthem (Theme)
  • Anthem is a dark, rhythmic Zendesk Help Center theme designed for brands that live in the music, audio, and streaming space. A hot-pink-to-gold gradient system pulses across a deep violet base, with waveform-inspired touches, rounded cards, and glow-on-hover interactions that feel like album art rather than a ticket system. Sora headings bring geometric boldness; inter-body text stays out of the way and lets the energy do the talking.
• Civic (Theme)
  • Civic is an accessible-first Zendesk Help Center theme designed for government agencies, public services, and civic technology organizations. Built in the spirit of the U.S. Web Design System (USWDS), it uses the USWDS blue banner bar, Public Sans typography (the official USWDS typeface), and high-contrast layouts to ensure every constituent can find what they need, regardless of device or ability. Clarity and trust are not optional here, and the design reflects that.
• Smao (Support)
  • Smao is an AI-powered phone assistant that handles incoming calls and lets you define automated workflows based on call events. Smao turns every call into a structured, actionable process. The smao-Zendesk integration allows you to create Zendesk tickets directly from within smao workflows. When a caller triggers a defined workflow - for example, requesting support - Smao can automatically create a fully populated ticket in Zendesk, including ticket type, priority, tags, and the associated contact.

Products with no updates this week

• Support
• AI agents - Advanced
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

Admin Center

New:

• API tokens are being removed as a method for authenticating API requests by April 30, 2027.
• OAuth access token expiration enforcement starts on June 30, 2026, and completes by April 1, 2027.
• Low, Medium, and High password levels will be removed starting August 17, 2026.

Fixed:

• OAuth access tokens can now have a length of up to 184 characters.

AI agents

New:

• We've significantly expanded the voice configuration capabilities of Voice AI Agents. You can now choose between multilingual male and female voices, and configure voice overrides for specific locales and accents using higher-fidelity voice models. This makes it easier to create localized experiences while maintaining a consistent global voice strategy. For example, a single AI agent can use one voice for English (US), another for English (UK), and a different voice for French or German customers. The new voice models also deliver more natural, human-like speech quality, helping create smoother and more engaging customer conversations.
• Added a new Hangup action that can be used within voice flows and procedures. When triggered, the action cleanly concludes the conversation and ends the call.
• Rolled out an upgraded voice cancellation model across all conversations by default. This improves audio quality, transcription quality, and overall conversational naturalness while reducing confusion during interactions.
• Added pronoun handling examples for previously unsupported locales, improving response quality and language consistency in those languages.
• An agent can now validate the length of numeric or alphanumeric inputs (such as order IDs or driver's license numbers) using a dedicated tool, improving reliability in verification and data collection flows.

Knowledge

New:

• AI agents and generative search can now use PDF content to leverage that knowledge when responding to customers.
• You can now connect Box as an external knowledge source to your Zendesk account to make the content available wherever external content is used.

Fixed:

• Fixed an issue where article body content returned by the Help Center API contained Unicode escapes (\u003E, \u003C) instead of the original < and > HTML tags.
• Fixed an issue where the 'Visible to' field would clear without warning when changing the default language while creating an article, silently preventing the article from being saved.
• Knowledge gap identification was refined to not consider auto assist procedures as a source when checking if a topic is covered by existing knowledge.
• The 'View automation potential' button is available in Admin Center > AI Agents for accounts with automation potential disabled. This allows those accounts to enable the feature if they so desire.
• Custom agents can now be invoked from AI agents through action flows without the request instantly timing out.

App Marketplace

New:

• ConfigMap (Support) (paid)
  ConfigMap is a powerful admin tool that maps and visualizes relationships across your Zendesk configuration, helping you understand dependencies before making changes. Search any object—such as triggers, automations, groups, macros, views, SLA policies, ticket fields, forms, statuses, tags, or brands—and instantly see where it is referenced and what it impacts.
• Relatel (Support)
  This integration makes it possible to automatically display tickets from Zendesk when you receive calls in Relatel. The integration looks up tickets in Zendesk where the customer's phone number is listed. This gives you easy access to relevant and up-to-date information about your customers when they call in.
• Beep Voice Messages (Support)
  Beep helps support teams send clearer, faster updates in Zendesk with voice messages and automatic transcripts. With one click, agents can insert the recording link and optional transcript into the active reply or internal note. This is useful for explaining complex issues, sharing handoff context, coaching teammates, or sending more personal customer responses. Beep also includes recording history for quick reuse, plus optional expiration controls so teams can manage how long shared recordings remain accessible.
• ButtonPDF (Support) (paid)
  ButtonPDF lets Zendesk admins add a polished PDF download action to Help Center articles. Install the app, enter your ButtonPDF API settings, connect Zendesk OAuth when prompted, then copy the widget snippet into your Guide theme or use the assisted setup flow.
• AI Invoice Processing (Support)
  AI Invoice Processing turns every invoice into structured, actionable data the moment it hits your queue. When a ticket arrives with an invoice, purchase order, or financial document, the app reads the attachment and extracts key fields like vendor name, invoice number, line items, amounts, and due dates directly into your ticket fields. Structured, validated, ready to act on.
• Klarion AI Support Analytics for Zendesk (Support)
  Klarion AI Support Analytics analyzes Zendesk support tickets and chats to show why customers are reaching out, where support burden is coming from, and which issues are creating the most customer pain. Klarion goes beyond ticket counts and basic tags. It reads every conversation, extracts the distinct issues inside each case, and connects those signals to customer and revenue data to quantify business impact, including support cost, customer frustration, revenue risk, and account health.
• Shopline Support (Support)
  Shopline Support automatically looks up the requester's email or phone number in your Shopline store and displays the matching customer profile and order history — no tab switching required. View things like customer profile: name, email, phone, total orders, and lifetime spend. Browse full order history with status, payment, and fulfillment details, and inspect individual orders: line items, shipping address, tracking info, and refunds.
• Pumble (Support)
  Pumble is a powerful team chat and collaboration platform that helps your team members stay connected, share information instantly, and resolve tickets faster. By bringing your team's communication into one centralized hub, you can eliminate silos and boost productivity. Connect Zendesk with Pumble to allow you to interact with Zendesk Support tickets directly in Pumble.
• BrandGuard by BCP (Support)
  BrandGuard by BCP keeps every Zendesk agent reply on-brand — automatically. BrandGuard is built on the Brand Context Protocol (BCP), an open framework that turns scattered brand guidelines into a machine-readable contract that AI agents, copy-review tools, and quality systems can enforce in real time. Agents click Check Draft in the ticket sidebar to score the current reply against your brand voice, tone, banned phrases, and policy rules before sending.
• Onro (Support)
  Onro s a last-mile delivery and courier management platform designed for courier companies, logistics providers, retailers, grocery businesses, and other organizations that manage delivery operations. The Onro Zendesk app helps support agents search for delivery orders directly from the Zendesk ticket sidebar using an Onro order code. Agents can view key operational delivery information, including order code, delivery status, status update time, order type, service type, delivery method, and vehicle type when applicable.
• Extend Support (Support)
  Extend Support integrates with Zendesk, giving support agents the ability to view and action Extend customer claims directly from the Zendesk ticket sidebar, view all extend warranty claims for the ticket requester in an embedded sidebar widget, see auto-approval and auto-denial decisions inline with each claim, review product and fulfillment details for every claim, approve or deny pending claims without leaving Zendesk, and automatically create Zendesk tickets from Extend claim events to streamline agent workflows
• ScopeHQ Bridge (Support)
  ScopeHQ Bridge is the ScopeHQ product for Zendesk and Azure DevOps coordination. From inside any ticket, an agent can create a new ADO work item (bug, task, user story) with the ticket subject and description prefilled, link an existing work item by ID or search, and watch the work item's state, sprint, assignee, and recent comments live in a side panel that hides until needed. Comments sync both ways: replies on the ADO work item land in the Zendesk ticket as internal notes
• Slack Escalations (Support)
  Slack Escalations gives every ticket its own dedicated Slack channel — created in one click from the sidebar. Agents stay in Zendesk. Everyone else stays in Slack. Both sides see the same conversation, in real time.
• Protocol Generator (Support)
  Protocol Generator automatically creates unique, formatted protocol numbers and writes them directly into a custom ticket field the moment a ticket is created — no manual work needed. Once installed, the app runs silently in the ticket sidebar. When a new ticket is opened in an active group, it generates a protocol number following your configured format and saves it to the custom field you defined during installation. Agents can also copy the number or regenerate it with a single click.
• Firewatch (Support) (paid)
  Firewatch is a real-time operational gap monitor for Zendesk Support. It gives supervisors an always-on view of tickets falling through the cracks across four critical categories: unassigned, no group, no form, and stale (over 30 days). Click any gap count to open the full list of tickets. Click any ticket to open it inside Zendesk — no new tabs.
• In App Notifier (Support)
  In App Notifier helps support teams display targeted modal alerts to agents directly inside Zendesk Support. Use it to announce policy updates, critical operational notices, workflow reminders, and contextual prompts during ticket handling.
• FrontFoot (Support)
  FrontFoot is a B2B SaaS platform that helps customer success and support teams resolve contract exception requests without slow escalation chains. The FrontFoot Zendesk integration adds a sidebar panel to every support ticket. When an agent receives a T&C exception request, they click 'Draft reply,' and FrontFoot generates a response grounded in the company's contract terms, approved give-to-get policies, and tone guidelines — without the agent ever leaving Zendesk. Drafts are inserted into the Zendesk reply composer with one click. Each draft is attributed to the signed-in agent and synced with their FrontFoot account so the full conversation history is available in the FrontFoot web app.

Products with no updates this week

• Support
• Copilot
• AI agents - Advanced
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Copilot
• App Marketplace
• Products with no updates this week

Copilot

New

• Admin copilot is now available to all Zendesk customers on Suite Professional and above accounts at no additional cost. This gives admins access to AI-powered insights, recommendations, and conversational assistance to help optimize their Zendesk setup.

Knowledge

New

• When tracking your support and service requests in the Customer Portal, all fields available for selection are specific to your selected brand and help center. All columns that are displayed in the list of requests are also shown in the drop-down menu together with the six system field columns.

App Marketplace

New

• VOC Patterns by Zendesk (Support)

  • VOC Patterns is a proactive analysis tool that analyzes support tickets to reveal customer trends, common issues, and improvement opportunities, developed by Zendesk Labs. Surface recurring customer pain points, highlight top drivers of customer satisfaction or frustration, spot improvement opportunities and quick wins, and track trends in ticket volume or customer feedback.

• Inkeep Agents (Support)

  • Inkeep is an AI agent platform for teams and enterprises. Configure agents with the knowledge, tools, skills, workflows, and MCP integrations your team needs. Chat with the agents your team has configured, generate grounded reply drafts, and apply them to tickets in one click. Connect to your knowledge base, third party services, and more.

• Aurora (Theme)

  • Aurora is a light, gradient-rich Zendesk help center theme designed for SaaS, creative tools, and modern tech products that take design seriously. Purple-to-pink-to-blue gradient meshes, frosted glass cards, and generous whitespace create a luminous visual system that feels polished without feeling heavy. DM Sans carries both headings and body text with geometric precision, keeping the reading experience clean while layered gradients add depth and delight.

• Basecamp (Theme)

  • Basecamp is a rugged-refined Zendesk help center theme designed for brands that get people outside. Forest green and blaze orange on sandy cream neutrals, topographic textures, and badge-style labels create a look that feels like a trailhead map, not a ticket system. Bricolage Grotesque headings bring distinctive adventure-craft character. Inter body text keeps long trail guides and travel content easy to scan. An optional dark mode rounds out the campfire-reading experience.

• Capsule (Theme)

  • Capsule is a clean, approachable Zendesk help center theme designed for pharmacy, supplement, and health and wellness brands. Teal brand color, warm peach surfaces, and mint-tinted card backgrounds create a palette that feels both trustworthy and welcoming. Figtree typography, with its warm geometric curves, carries both headings and body text with a friendly modern quality. Pill-shaped buttons and rounded cards reinforce the health identity without the cold weight of a clinical interface.

• Monchart Analytics (Support)

  • Monchart Analytics turns your Zendesk ticket data into clean, embeddable charts in seconds — right from your Support top bar. Monchart reads your account's active custom ticket fields via the Ticket Fields API and lets you pick any dropdown, checkbox, or multi-select field to visualize. Custom field values are not stored — data is aggregated in-browser and only the aggregated counts are saved.

• Dynamic Content Manager by LEAFWORKS (Support, paid)

  • Dynamic Content Manager by LEAFWORKS makes managing dynamic content in Zendesk faster, cleaner, and far more intuitive than the standard admin interface. Create, edit, organize, and maintain dynamic content and language variants in one modern workspace—without endless clicks, page switching, or losing track of what content exists. Switch effortlessly between language variants, create missing translations without jumping between pages, and preview every variant before publishing—including HTML content for signatures or help center articles.

• Ticket Generator (Support, paid)

  • Ticket Generator creates realistic, AI-powered sample tickets directly inside your Zendesk, configured to your industry, team structure, and ticket types. No copy-pasting, no lorem ipsum, no fake names.

• Forest Admin (Support)

  • Forest Admin is the ops orchestration layer for fintechs, where humans and AI agents run compliance and business operations together, across any supplier and any database. Your data never leaves your infrastructure. This integration connects your Zendesk support tickets directly to Forest Admin. Without leaving a ticket, your support team can view linked customer records, search across your Forest Admin collections, and execute Smart Actions such as refunds or account updates — with permissions and audit trail fully enforced.

• Conversation Analysis (Support) (paid)

  • Conversation Analysis is a powerful admin and manager tool designed to surface insights hidden within Zendesk ticket conversations. Search across all ticket comments using comma-separated keywords or phrases and instantly retrieve matching tickets with highlighted snippets for fast context. Refine results using multi-select filters for status, group, brand, author type, visibility, date ranges, and custom ticket fields.

• Micromerce (Support)

  • Micromerce helps you turn Zendesk data into better onboarding experiences. Your support team sees problems first. When an onboarding goes sideways, it usually shows up in Zendesk long before anyone flags it in a status meeting. Micromerce takes that signal — along with data from your CRM, billing, project tools, and legacy systems — and turns it into a real-time picture of every customer implementation you're running.

• SummaryFalcon (Support) (paid)

  • SummaryFalcon analyzes Zendesk tickets to generate concise intent summaries, categories, and sentiment so agents can triage faster, respond consistently, and monitor trends.

Products with no updates this week

• Support
• Admin Center
• AI agents - Advanced
• AI Agents
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• Accounts and billing
• Admin Center
• AI agents
• Copilot
• Agent Workspace
• Objects and business rules
• People
• Knowledge
• Analytics
• Workforce management
• Quality assurance
• Apps and integrations

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• The AI agent tickets feature will be enforced starting May 4, 2026, requiring all bot-handled conversations to create AI agent tickets for better visibility, compliance, and unified insights. Users must audit and update integrations to avoid duplicate tickets. See AI agent tickets.
• IT asset management (ITAM) is now generally available, providing a unified platform to track, monitor, and manage technology assets within Zendesk Support. It includes device details integration into ticket workflows, with up to 500 asset records included. See Turn on IT asset management.
• The Suspended tickets view in Support has been updated with an improved user interface and new filtering options, including filters for suspension cause, sender email addresses, and email subjects. These enhancements make it easier for admins and agents to manage suspended tickets. See Viewing, recovering, and deleting suspended tickets.
• Support tickets include new standard ticket fields for automated ticket resolutions. These fields help you understand how tickets were resolved and enhance reporting for AI agents. Ticket fields for automated resolutions include Resolution type, Resolution tier, and Channel group. See About automated resolution tiers and About ticket fields.
• You can hide the translation disclosure message when using AI translations for ticket comments. By default, a "Translated by AI" notification appears when you send AI translated messages. For customer replies on async channels (email, web form, and API), you can use a setting in Admin Center to hide the disclosure. This setting does not apply to translations on live chat and messaging channels. See Turning on conversation translation for agents.

Accounts and billing

• Eligible self-service and sales-assisted customers can buy more IT assets for IT asset management (ITAM) directly from the Subscription page in Admin Center. IT assets are sold in packs. Each asset pack includes 500 additional asset records per month. See Buying more IT assets.

Admin Center

• Admin copilot is now available at no additional cost for all Zendesk Suite Professional and above accounts. It provides AI-powered insights, recommendations, and conversational assistance to help admins optimize their Zendesk setup. See About admin copilot.
• The Features page in Admin Center has moved to a new location in Account > Usage > Features. To make the page easier to use, the page includes expanders to show and hide each product area. See Viewing and managing features.

AI agents

• AI agent capabilities are being expanded to all Zendesk customers, removing plan distinctions and unlocking advanced features such as agentic reasoning and API integrations. Onboarding is streamlined with guided self-service and unified cross-channel management. See Getting started with AI agents.
• The action builder integration with AI agents enables AI agent builders to invoke custom actions and action flows directly within the AI agents workspace, enhancing workflow flexibility. A new Actions menu organizes configured actions, API integrations, action flows, and custom actions for easier access. See Understanding the action builder and action flows.
• The Understood conversations metric in the AI agents reporting dashboard has been updated to include conversations directly escalated to human agents as understood, reflecting more accurate AI agent performance. See Analyzing advanced AI agent performance with the reporting dashboard.
• The automatic integration between AI agents and email now automatically connects newly created email AI agents to the email channel for new customers starting May 11, 2026. This includes automatic email integration setup, creation of an email automation trigger, and channel management limited to the selected brand. Existing customers retain manual integration. See email automation trigger.
• AI agent reporting has been updated to unify conversation statuses across all channels and introduce a distinction between contained and verified resolutions, providing a more accurate view of AI agent performance. Automated resolution rate calculation now includes both contained and verified resolutions. These changes enhance transparency and clarity in AI agent outcomes. See About automated resolution tiers.

Copilot

• AI ticket summary is now available with capped usage for Suite and Support Professional plans and above at no extra cost. This AI-driven tool creates clear, actionable overviews from complex ticket histories, boosting agent productivity with zero setup required. A monthly allowance of 5 AI tool uses per agent is included, pooled across the team, with a maximum of 500 uses per month. This expands access to Copilot functionality alongside generative AI writing tools introduced earlier. See Turning on and configuring AI-generated ticket summaries.
• Three AI-generated procedure drafts are now automatically provided for new Copilot add-on customers within 24 hours of purchase, based on common support issues, recent solved tickets, and knowledge base articles. See About AI-generated procedures.

Agent Workspace

• PDF preview in the Agent Workspace allows agents to view PDF attachments directly within the ticket interface without downloading them. This native inline viewer improves security by reducing local file downloads.

Objects and business rules

• Action builder now supports custom objects natively, enabling admins to create sophisticated automated action flows using custom object triggers and actions. Additionally, custom labels can be added to actions for better clarity. See Creating action flows to automate processes across Zendesk and external systems.
• The currency field type for custom objects allows admins to store and manage pricing information within custom objects such as services, orders, and contracts. It supports tracking prices in different currencies and automating updates via triggers. See About custom fields and custom field types and Defining a custom object's schema with custom fields.
• Task lists enhancements introduce the ability to require all tasks in a list to be completed before a ticket can be solved, plus new options to activate/deactivate and clone task lists. These improvements help ensure process adherence and make task list management more flexible and scalable. See Creating task lists to help agents solve tickets and Editing and managing task lists.
• Configuration management now supports omnichannel routing queues, enabling admins to configure, test, compare, and deploy routing queue setups safely across sandbox and production environments. This reduces risks of misrouting and SLA breaches. See Inspecting sandbox and production account configurations and Deploying account configurations from one environment to another.

People

• Verification status icons in the Customer list have been updated for clearer, more consistent display across the Customer List and User Profile page. Separate icons now indicate unverified users and unverified primary emails, improving clarity and accuracy of verification status.
• A new custom role permission for managing ticket settings allows agents in custom roles on Enterprise plans and above to access and modify ticket settings in Admin Center, a capability previously limited to admins. See Creating custom roles and assigning agents for details.
• The 12-hour session duration limit is being enforced for all team members to enhance account security by preventing indefinitely active sessions. This change rolls out in two phases based on current inactivity settings, with forced sign-outs for long-running sessions starting in Phase 2. Admins can review and adjust session expiration settings to comply with the new policy. See Customizing the inactivity session time-out period.

Knowledge

• Automatic link discovery for the web crawler allows it to automatically discover and index your content by following links throughout your website. This eliminates the need for a sitemap or for manually specifying every page you want to crawl. The crawler now also supports complex sitemap structures, automatically following nested sitemap files to discover all available content without any additional configuration. See Using a Web Crawler to Index External Content.
• Guru is now available as a knowledge source. You can now connect Guru to your Zendesk account to make the content to be accessible for help center search, generative search, AI agents, and Agent Workspace. See Connecting Guru as an external knowledge source.

Analytics

• The Automated resolution usage dashboard now includes each action that consumes a resolution. The Contributing resolutions table provides detailed insights into individual automated resolutions, including ticket IDs, automation types, and usage timestamps. This update enhances transparency and helps analyze trends with data available from March 4, 2026. See Monitoring automated resolution usage.
• Real-time monitoring is now the default live reporting solution for new Zendesk customers, replacing the prebuilt Explore live dashboard, which remains available only to users who accessed it before May 5, 2026. Real-time monitoring offers more powerful insights, consistent data, modern visualizations, and a foundation for future enhancements. See Real-time monitoring.

Workforce management

• The agent adherence real-time dashboard has been added to the real-time monitoring dashboards, enabling workforce managers and supervisors to track agents' adherence to planned schedules with detailed reports and visualizations. This dashboard is accessible as a tab in the agent productivity real-time monitoring dashboard. See Using the agent productivity real-time dashboard.

Quality assurance

• Group sync between Zendesk and Zendesk QA launches automatic synchronization of groups from Zendesk to Zendesk QA, excluding private groups. This eliminates manual updates by syncing groups automatically, with edits managed in Zendesk Admin Center. See Managing groups in Zendesk QA.

Apps and integrations

• Zendesk Support Assistant for Microsoft Agent 365 brings your Zendesk workspace into Microsoft Teams. Manage support tickets, browse help center articles, track IT assets, and more—all without leaving Teams. See Getting Started with the Zendesk Support Assistant for Microsoft Agent 365.
• The Voice of Customer (VOC) Patterns app from Zendesk Labs uses Zendesk AI to identify and explain patterns in your solved and closed support tickets, helping you uncover customer trends, common issues, and improvement opportunities without needing complex analytics or custom reporting. See Installing and using the VOC Patterns app.
• Approval requests in Slack allows admins to send approval request notifications and receive responses directly in Slack, enabling approvers to approve or deny requests without leaving Slack. This integration reflects real-time status updates and reduces delays by moving approvals into a commonly used communication tool. See Understanding approvals and how they work.
• Action flows enhancements introduce a daily schedule trigger, execution counts visibility, dynamic drop-down variables, new user management actions, expanded support for structured data, and increased action flow limits for better automation flexibility and scale. See Understanding the action builder and action flows and Creating action flows to automate processes.
• Improved error and warning handling for configuration management enhances the display of errors and warnings during configuration deployments, making it easier for admins to identify and resolve issues with clearer guidance and a smoother workflow. This update is automatically rolled out to accounts with sandbox environment access.

See the What's New section for an overview of what was released last month.

This week's release notes include:

• App Marketplace
• Products with no updates this week

App Marketplace

New:

• Allegro Connector by Volvox (Support) (paid)
  • Allegro Connector by Volvox unleashes the power of seamless order data retrieval from any Allegro marketplace. Effortlessly retrieve order details directly from a ticket field. View detailed billing and shipping information for the ticket instantly. Access comprehensive parcel tracking details with ease.
• Sidebar Search (Support)
  • Sidebar Search reads the current ticket subject and selected ticket custom field values, then turns those values into quick search suggestions in the sidebar. Agents can click a suggestion or type a query to search tickets, users, and organizations inside Zendesk. The app uses Zendesk ticket data and Zendesk search to show related records.
• iFrame by Kundelab (Support)
  • iFrame by Kundelab displays a website inside the Zendesk Support nav bar through an iframe-based app view. It is a lightweight wrapper for surfacing external tools, dashboards, portals, and other web-based experiences inside Zendesk.

Products with no updates this week

• Support
• Copilot
• Admin Center
• AI agents - Advanced
• AI Agents and Knowledge
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

This week's release notes include:

• Support
• Copilot
• App Marketplace
• Products with no updates this week

Support

New:

• Introduced several enhancements to action builders and custom actions that give customers more visibility, flexibility, and scale when building action flows. See Understanding the action builder and action flows.
• Custom objects now support a new type of custom field, currency fields. The currency field lets you store and manage pricing information directly within your services, orders, and contracts.
• With this EAP, admins can describe what they need in simple, everyday language, and then view and refine custom objects and fields modeling that. See Creating custom objects using the AI object builder (EAP).
• Introduced parent-child relationships and roll-up summaries for the custom objects open EAP.
• Custom objects are now native in action builder.

Copilot

New:

• Auto assist is now aware of your account time zone and can use that information when creating suggestions

App Marketplace

New:

• Configly (Support)
  • Configly helps you instantly see broken references and config issues in your Zendesk. Configly scans your instance and shows you what's wrong: triggers pointing at deleted groups, automations that haven't fired in months, macros nobody uses, SLA policies with logic gaps. Connect via OAuth, see your findings in under a minute. No trial.
• Alchemy (Theme)
  • Alchemy is a dark, engineering-grade Zendesk Help Center theme designed for brands with a modern, technical aesthetic. Hex-tinted palette, monospace code blocks, neon accents, and a layout built for scannable content. If your product UI leans toward terminals, dashboards, or protocol-grade interfaces, Alchemy gives your help center the same considered design language.
• Git-Zen for Linear (Support) (paid)
  • Git-Zen for Linear bridges that gap between Zendesk and Linear so both teams stay in sync — without anyone needing to switch tools or chase each other for updates. Create or link Linear issues directly from Zendesk tickets, set all Linear fields when creating issues from Zendesk, link as many Linear issues as needed to one ticket, auto-tag Zendesk tickets when linked or resolved and more with this two way integration.
• Git-Zen for Jira (Support) (paid)
  • Git-Zen for Jira bridges that gap between Zendesk and Jira so both teams stay in sync — without anyone needing to switch tools or chase each other for updates. Create or link Jira issues directly from Zendesk tickets, set all Jira fields when creating issues from Zendesk, link as many Jira issues as needed to one ticket, auto-tag Zendesk tickets when linked or resolved and more with this two way integration.
• Zendesk Support Assistant for Microsoft 365 (Support)
  • Zendesk Support Assistant for Microsoft 365 embeds exceptional service right in your team’s flow of work with enterprise-grade governance. AI-powered support enables teams to resolve issues faster while keeping service secure. Search and retrieve tickets by ID, subject, assignee, or user, create tickets and add comments or notes, and update ticket status, priority, assignee, and tags.
• Journeys (Support)
  • Journeys turns structured Zendesk workflows into clear, branded, mobile-friendly progress experiences for the customers and employees on the other side of the work. Onboarding, approvals, service activation, applications, complex internal requests: anything that unfolds across phases, teams, and time. Instead of digging through ticket threads or sending yet another status request, the person waiting on the outcome gets a guided view of where they are, what is complete, what is happening now, and what comes next.
• Quick Links (Support) (paid)
  • Quick Links helps support teams launch the right tools from the Zendesk sidebar without copy and paste. Create grouped links with dynamic placeholders, target them to specific Zendesk agent groups, optionally add ticket tags on click, customize button colors, and search links instantly in the sidebar.
• RuleScope (Support) (paid)
  • RuleScope gives Zendesk admins instant visibility into trigger health. Click Scan and get a full report in seconds — no configuration required. Identify things like action conflicts, dead rules, redundant triggers, and execution order issues. Pick any trigger, load a real ticket (or enter values manually), and RuleScope evaluates every condition to show exactly which ones pass, fail, or are unknown. It highlights blockers and suggests what to change so the trigger would fire.
• NexuDesk AI (Support)
  • NexuDesk AI builds workflow tools that help customer support teams improve response quality, reduce repetitive work, and keep operational data organized inside Zendesk. NexuDesk AI is an agent copilot for Zendesk Support that analyzes the current ticket, summarizes the customer's goal and blockers, identifies risk signals, suggests issue classifications, extracts product problems, and drafts policy-aware replies that agents can review before sending.
• Street.co.uk Data Viewer (Support) (paid)
  • Street.co.uk Data Viewer lets you instantly view street.co.uk data inside Zendesk tickets. Show name (linked to Street), address, phones, marketing consent, contact preferences, and compact role status chips for Vendor (VN), Landlord (LL), and Tenant (TT) where applicable based off the ticket requester's email address. The app also shows Vendor, Tenant, and/or Landlord tabs when those roles apply.
• Connect Instagram by Vaimo (Support) (paid)
  • Connect Instagram by Vaimo lets you connect your Instagram account to your Zendesk Support, so you’ll receive and be able to reply to comments on your Instagram posts from Support. Posts and comments from your connected Instagram account will be integrated directly into your normal workflow, so you can reach and reply to your audience on Instagram without leaving Zendesk Support - you can even see your Instagram post’s image.
• ScreenReply (Support)
  • ScreenReply allows you to request, record, and resolve complex technical issues without ever leaving your Zendesk workspace. Generate unique screen recording links directly from your customer chat to get visual context in minutes. Skip long video playbacks with AI generated concise text summaries and extracted key moments with clickable timestamps.
• ReturnZap (Support)
  • ReturnZap is a Shopify-native returns platform purpose-built for e-commerce merchants who take their post-purchase experience seriously. The ReturnZap Zendesk integration puts return data where your support team already works. When a ticket opens, the sidebar surfaces the customer's return information automatically — no tab switching, no manual order lookups, no time wasted.

Products with no updates this week

• Admin Center
• AI agents - Advanced
• AI Agents and Knowledge
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

Support

New:

• Beginning July 30th, we will be applying rate limits to the ticket_updates endpoint for legacy accounts created before July 2019. See Best Practices to Avoid Rate Limiting.
• We've made some minor changes to downgrading an agent that will help prevent tickets from entering a state where they cannot be updated by the agent assigned to them. See Changing an Agent’s role.

Copilot

New:

• We're launching two powerful new recommendation categories in the Admin Copilot feed: Macro Content Suggestions (MCS) and Trust & Safety. MCS replaces the legacy macro suggestions tab with data-driven insights into agent workflows. At the same time, Trust & Safety surfaces critical security gaps (such as 2FA and SSO configurations) that admins can fix in just a few clicks.

Fixed:

• The latest change on the intent will be propagated to the ticket field values, making it visible in the Agent Workspace, Admin Center (triggers, automations, etc), and in the intelligent triage dashboard

Voice

Fixed:

• Fixed a bug in which, on rare occasions, requests to the TPE API would fail due to a race condition.

App Marketplace

New:

• Birdie.ai (Support)
  Birdie.ai is a customer intelligence platform that helps companies turn customer feedback into valuable insights. By leveraging AI, Birdie connects with Zendesk to transform support tickets into structured, actionable insights, enabling teams to understand user needs better, identify issues, and drive meaningful improvements across product and experience.
• Support Operations Dashboard (Support) (paid)
  Support Operations Dashboard is a modern analytics app built for Zendesk teams that need clearer visibility into ticket activity, backlog health, SLA performance, agent workload, and operational risk. The app provides an interactive dashboard directly inside Zendesk, allowing agents, managers, and support leaders to monitor key support metrics without exporting data to external tools.
• Helply Copilot for Zendesk (Support)
  Helply Copilot helps support agents respond faster using your trained knowledge base. Get AI-powered reply suggestions, search your internal KB, and summarize ticket conversations.
• Dusk and Dawn (Theme)
  Dusk and Dawn is a premium, editorial-style Zendesk Help Center theme that blends large serif typography with generous whitespace for a refined, modern look. Customize colors, fonts, hero layouts, feature cards, trending search terms, and footer links — all from the Settings panel, no coding required. Clean templates make code-level edits easy, too.
• Whats Your Problem (Support)
  Whats Your Problem provides deep, actionable insights directly from your tickets. Whether analyzing tickets from the past week, month, or even year, the app provides both predefined insights and the flexibility to explore specific issues relevant to your organization. Gain instant clarity with a concise overview of key findings, quickly pinpoint and prioritize critical customer concerns, understand customer emotions at scale, proactively spot emerging issues and trends, and more.
• Ticket Merger Pro (Support) (paid)
  Ticket Merger Pro eliminates the manual labor of cleaning up your queue. Built for modern, high-volume support teams, this app instantly scans for open duplicate tickets the moment you open a requester's profile. With a single click, it extracts the entire conversation history, compiles it into beautifully formatted internal notes on your active ticket, and automatically closes the duplicates.
• Twenty CRM Data Viewer (Support) (paid)
  Twenty CRM Data Viewer lets you view Twenty CRM contact, company, and deal context from within Zendesk Support tickets. When a ticket loads, the app resolves the requester to a Twenty person by email, retries transient requester updates, and refreshes automatically when the Zendesk requester changes (including common requester-change events).

Products with no updates this week

• Admin Center
• AI agents - Advanced
• AI Agents and Knowledge
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

This week's release notes include:

• Admin Center
• AI agents - Advanced
• AI Agents and Knowledge
• Copilot
• App Marketplace
• Products with no updates this week

Admin Center

New:

• As previously announced, starting April 30, 2026, default TTLs are now enforced for access and refresh tokens on all newly created local OAuth clients.

AI agents - Advanced

New:

• Voice AI agents now support multiple languages for all EAP participants. You can add a new language, configure a locale, and start building multilingual experiences.
• Improved how the agent handles digit verification prompts. The AI now focuses on validating collected numbers against requirements rather than “counting” digits, resulting in more reliable verification flows.
• Improved turn-detection capabilities, allowing the AI to better identify when a user has finished speaking. This reduces interruptions, improves pause handling, and enhances transcription accuracy.

AI Agents and Knowledge

New:

• Zendesk is introducing the automation potential report, which analyzes your customer conversations and delivers topics and insights to show you which parts of your support volume are prime to be automated with AI agents. See Viewing the automation potential report.

Copilot

New:

• Starting May 05, we're introducing capped usage of the Copilot AI ticket summary feature for Suite, Support, and Employee Service Professional plans and above at no additional cost. This feature instantly transforms long, complex ticket histories into clear, actionable overviews. See Turning on and configuring AI-generated ticket summaries.

App Marketplace

New:

• Returnless Connector by VolvoxCX Digital (Support)
  • Returnless Connector by VolvoxCX Digital connects your Zendesk workspace with Returnless, allowing agents to view, approve, and manage returns in real time — without leaving the ticket. Get real-time return details that include information such as full return history per customer, item details, photos, return reasons, live status updates, and one-click approval or rejection. New returns automatically create Zendesk tickets with pre-filled RMA and return data.
• Sentinel (Support)
  • Sentinel helps you detect AI-generated and manipulated images in support tickets. Fraudulent support claims backed by AI-generated photos are on the rise. Fake product damage, fabricated receipts, and synthetic proof-of-purchase images slip past manual review — costing businesses thousands in false refunds. Sentinel adds an automated layer of protection directly inside your Zendesk agent workspace. Every image attached to a ticket is analyzed by a multi-engine AI detection pipeline, providing your agents with instant, actionable insight into whether it is authentic or synthetic.

Products with no updates this week

• Support
• Voice
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• AI agents
• Copilot
• Accounts and billing
• Agent Workspace
• Objects and business rules
• Security
• People
• Knowledge
• Messaging
• Contact Center
• Analytics
• Quality assurance
• New and noteworthy

Also, don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Launchpad in Support provides a lightweight way for customers to engage with setup experiences. Key feature setup journeys are broken down into quickly accessible setup tasks, improving discoverability and keeping setup momentum going. See Using Launchpad in Support.
• Views conditions now support filtering by custom ticket text fields with new text-based operators and expanded ticket sharing conditions, enabling more precise and flexible ticket filtering within views. See Using custom ticket fields in business rules and views.
• Customizable filters for advanced search allow you to add and manage filters in a side panel to better refine Support search results. Customizations persist until sign-out or browser reset. See Searching Zendesk Support data.
• Customers can now delete system support email addresses such as [email protected]. This enhances control over email domains and improves security by reducing spam risks. See Managing your support addresses.

AI agents

• A new automation potential report analyzes your customer conversations and identifies requests that can be automated with AI agents. This report provides brand-specific insights and sample ticket data, showing you exactly how an AI agent would respond to customer inquiries. See Viewing and using the automation potential report to create or enhance AI agents.
• (Advanced) Agentic AI for advanced email AI agents is now generally available. This enables AI agents to understand emails, answer questions, automate procedures, and escalate when needed, reducing back-and-forth with customers. See About AI agents with agentic AI.
• (Advanced) You can no longer change the subdomain in advanced messaging AI agents. The integration with messaging is now automatic based on the Zendesk account ID. To connect to a different subdomain, clone the AI agent and select the desired organization. See Cloning an advanced AI agent.

Copilot

• Copilot now includes macro content suggestions and trust and safety recommendations. These new recommendation types help you improve agent productivity and account security without spending time going through complex settings. See Understanding Copilot recommendations.

Accounts and billing

• Unified navigation provides a consistent, unified interface for navigating across Zendesk products and features. This interface significantly reduces the learning curve required for admins and agents to use Zendesk products. It also helps agents and admins with their day-to-day work by providing a consistent, simplified approach to navigation. See About unified navigation across Zendesk products.
• Zendesk Advanced Compliance includes Health Data Hosting (HDS) certification in France. This certification is designed to strengthen the protection of PHI and build a trusted environment around eHealth and patient monitoring. See French Health Data Hosting (HDS).

Agent Workspace

• Audio playback for agents in messaging conversations introduces an embedded audio player in Agent Workspace, allowing agents to play audio messages directly without downloading files, enhancing support efficiency and accessibility. See Playing back audio comments in messaging conversations.

Objects and business rules

• Admins can now configure action flows to automatically create approval requests using the new Send approval request action. Automating the creation of approval requests ensures consistent, efficient approvals, reduces manual effort, and speeds up request handling. See Creating action flows to automate processes across Zendesk and external systems and Understanding approvals and how they work.
• Deleting custom object records in bulk allows team members in the Agent Workspace to select and delete multiple custom object records at once, improving efficiency and ease of managing storage consumption. See Deleting custom object records.
• Google Calendar and Google Forms external actions have been added to Zendesk action flows, enabling teams to automate scheduling and form processes within Zendesk. This reduces manual work and improves workflow efficiency. See Using Google Calendar actions in action flows and Using Google Forms actions in action flows.

Security

• Agents in roles with data masking enabled can manage end users and merge tickets if their role includes these permissions. This update improves operational flexibility while maintaining privacy controls. See Turning on and configuring data masking.
• The access log has been enhanced with detailed event information, including Access Log Event ID, Browser URL, and a new optional GraphQL log filter to reduce noise. These updates improve investigation speed, compliance, and usability for admins with the Advanced Data Privacy and Protection add-on. See Using the access log to monitor agent activity.
• PII detection in attachments has been expanded to include detection of personally identifiable information in PDF attachments for customers with the Advanced Data Privacy and Protection (ADPP) add-on. PDFs containing detected PII will be highlighted and suggested for redaction to help reduce the risk of sensitive data exposure. See Turning on and configuring redaction suggestions.

People

• Agents in custom roles can now be granted permission to manage capacity rules. Agents can be given varying levels of access to manage omnichannel routing capacity rules, including view, assign, or full admin-level control. This change also relocates related permissions into a new Omnichannel routing section for better organization. See Creating custom roles and assigning agents.
• A new permission to restrict agents from editing their own profile allows admins on Enterprise plans to control which profile and contact fields agents can edit for themselves. Admins can manage these settings when adding or editing custom roles. See Permissions that agents with custom roles can have.

Knowledge

• Generative search in help center now supports a follow-up question for customers using the Web Widget. This enhancement creates a smoother path from self-service search to a conversational experience with an AI agent, reducing repetition and keeping context from the original search. See Using generative search to provide AI-powered answers to search queries.
• Knowledge connectors are now available for SharePoint, Notion, and Document360. You can connect SharePoint, Notion, or Document360 to your Zendesk account to make that content discoverable wherever external content is used. See Connecting SharePoint as an external knowledge source, Connecting Notion as an external knowledge source, and Connecting Document360 as an external knowledge source.
• The new article editor is now the default and only editor for all Knowledge articles. New read-only modes protect legacy and API-managed articles during the transition. See Editing articles in the knowledge base.
• The Bangla language support feature is now officially available for the help center end-user experience, enhancing accessibility and usability for Bangla-speaking users. See Zendesk language support by product.

Messaging

• A voluntary chat-to-messaging migration wizard streamlines the transition from live chat to messaging by automating feature configuration mapping and providing a clear checklist. It adapts to different migration histories, reducing manual effort and ensuring data integrity. See Migrating your live chat widget to the messaging Web Widget.
• The article viewer for Web Widget opens help center articles inside the widget instead of a new browser tab, improving user experience by maintaining conversation context and session tracking. External and restricted articles still open in new tabs. This change is not yet available in Web Widget embedded mode.
• Zendesk now supports encrypted direct messages for customers using the X channel for direct messages. Admins must turn on XChat in Zendesk to continue receiving DMs from users who have migrated to encrypted chat. See Supporting XChat (encrypted direct messages).
• Automatic malware detection for messaging channels scans all attachments shared by end users and agents through messaging Web Widget and social messaging channels for malware, blocking suspicious files until reviewed. This enhances security and protects users from malicious content. See Managing malicious attachments.
• You can now suspend users from messaging channels only, while keeping other support channels open. This provides flexibility to manage disruptive users without blocking all communication channels. See Suspending and unsuspending end users and Understanding and allowing user suspension.

Contact Center

• The Zendesk Identity Provider (IdP) for Contact Center is now generally available, enabling a Zendesk-managed federation flow for AWS services such as Amazon Connect and Cognito. After users authenticate with their corporate IdP, Zendesk helps broker access into the Contact Center environment, reducing login friction and simplifying access across tools. Configuration is available upon request through Zendesk Customer Support. See Announcing Zendesk Identity Provider (IdP) for Contact Center.

Analytics

• The real-time monitoring dashboards have new features, including a "Show empty rows" toggle to display inactive brands, groups, and queues, a 30-day data extension for recent-history metrics, and brand-level permissions for restricted data access. See About real-time monitoring dashboards.

Quality assurance

• Group sync between Zendesk and Zendesk QA. Until now, groups in Zendesk and Zendesk QA have existed independently, which required manual updates in both places. With this update, groups in Zendesk automatically sync to Zendesk QA and are available there. See Managing groups in Zendesk QA.

New and noteworthy

• A new Employee Services deployment guide is available to make it easy to get started with the Employee Services suite and configure Zendesk accounts for employee service use cases. See Deploying Zendesk for employee services.
• Learn how to create a service catalog that lets employees submit service requests to internal teams like HR and IT with a new workflow recipe called Building an employee service catalog with Zendesk. In addition, a separate three-part tutorial called Building a custom employee service catalog with Zendesk in the developer docs builds on and extends what you learn.

This week's release notes include

• Admin Center
• Messaging and live chat
• App Marketplace
• Products with no updates this week

Admin Center

New:

• The Verify anonymous requests setting is now captured in the audit log.

Messaging and live chat

New:

• Agents now have greater flexibility when managing disruptive users by enabling suspension on the messaging channel only. The previous capability remains available – agents can suspend across all channels at once if they prefer. The rollout starts on April 21st and completes on April 27th, 2026.

See Suspending and unsuspending end users and Understanding and allowing user suspension.

App Marketplace

New:

• claim.me (Support)
  • claim.me is the specialized claims management platform designed to remove the friction from parcel claims across Europe. Whether you ship with DHL, DPD, PostNL, or any other major carrier, claim.me standardizes the chaos of carrier claims into one automated workflow. The claim.me Zendesk App embeds a powerful claim submission engine directly into your support tickets. Stop wasting hours in email inboxes and carrier portals, and start resolving delivery issues where your agents already work.
• ResolveAI (Support)
  • ResolveAI is Labor as a Service (LaaS) for Zendesk — an AI support employee that handles tickets end-to-end, not just a chatbot. ResolveAI reads incoming tickets and searches your Help Center for accurate answers, responds autonomously with complete solutions, and escalates complex issues to human agents with full context.
• SideTicket (Support) (paid)
  • SideTicket lets support agents instantly pull up any ticket in a sidebar panel, right next to the one they're already working on. No tab-switching. No lost context. No broken workflows. With SideTicket installed, agents get a dedicated sidebar panel inside every Zendesk ticket. Search for any ticket by ID, subject, or comment content — and open it inline, right there in the sidebar. Full conversation thread.
• ConnectWise Reports and Dashboards(formerly BrightGauge) (Support)
  • ConnectWise Reports and Dashboards gives you the ability to create real-time dashboards, customized client reporting, automated KPI reporting, and interactive scorecards from Zendesk and all your other data sources. No more logging in and out, toggling windows, or juggling multiple platforms; ConnectWise Reports eliminates the data silo to save you precious time and energy.
• Grypp - Unite through Sight (Support)
  • Grypp is a visual engagement platform built for customer service, support, sales, and onboarding teams. It helps agents move beyond voice-only support by adding secure visual tools that make it easier to see issues, guide customers, complete tasks, and improve outcomes in real time. Use app-free one-way video and live visual guidance to troubleshoot issues faster, co-browse websites and digital journeys in real time to guide support interactions, share, receive, and review documents and files during the interaction, and more with this integration.
• Screen Recording by Userplane (Support)
  • Screen Recording by Userplane lets support teams request and receive screen recordings directly inside Zendesk, so you can see exactly what went wrong and resolve tickets up to 60% faster. Eliminate unnecessary follow-ups. Send one-click recording links right from Zendesk. Let customers show you exactly what they're seeing. Get the complete technical context upfront. Automatically collect network requests, browser logs, and device metadata to better triage customer issues.
• AI Chatbot Assistant by IntegrateCloud (Support)
  • AI Chatbot Assistant by IntegrateCloud adds an AI assistant directly in the ticket sidebar. Train the bot on your website or documentation URLs, then ask questions and get instant answers with source links—helping agents resolve tickets faster.
• Agent Ticket Chat (Support) (paid)
  • Agent Ticket Chat brings real-time chat directly into the ticket sidebar so your team can coordinate on tickets without cluttering the thread or switching tools. Agent Ticket Chat is an in-sidebar app that provides agents with a dedicated chat room for each ticket. Discuss the case with other agents viewing the same ticket, see who's viewing in real time, @mention teammates to pull them in, and save the full conversation to the ticket as an internal note with one click. Everything stays in context and in Zendesk.
• CallConnect - Call Export (Support)
  • CallConnect - Call Export is a cloud-based phone system designed for customer support and sales teams. It allows users to make and receive calls directly from a web browser and features capabilities such as call recording, note-taking, tagging, and CRM integration.

Products with no updates this week

• Support
• Voice
• Copilot
• AI agents - Advanced
• AI Agents and Knowledge
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA